BPO Operations Leadership
Learn the essential skills to lead a successful BPO operation, from managing teams and tracking performance to optimizing customer experience and retaining talent.
Sessions
BPO Core KPIs
After this session, you'll be able to explain what Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Contact Resolution (FCR) are, and why they're crucial for any BPO operation.
5 min
BPO Workforce Mgmt
After this session, you'll be able to explain how forecasting and scheduling ensure a BPO team always has enough agents to meet customer demand without overstaffing.
5 min
QM & Coaching
After this session, you'll be able to explain how quality monitoring ensures service standards are met and how to use coaching models to improve individual agent performance.
5 min
BPO Attrition & Retention
After this session, you'll be able to identify key causes of BPO attrition and describe effective strategies to retain valuable team members.
5 min
BPO Leadership Mindset
After this session, you'll be able to synthesize all the BPO leadership elements and understand the mindset required to effectively manage an operations team.
5 min
What you'll achieve
Explain key BPO performance indicators like AHT, CSAT, and FCR and their impact.
Understand the principles of workforce management, including forecasting and scheduling.
Apply effective quality monitoring techniques and coaching methodologies to improve agent performance.
Identify common causes of attrition and implement strategies to improve team retention.
Develop a holistic understanding of BPO operations, connecting various functions for optimal results.
Practice decision-making and problem-solving in typical BPO leadership scenarios.